Service Centre Manager (ITiL)

Job Role: Service Manager
Job Type: Interim
Job Location: London
Salary: £292
  • To lead the support team, emphasising on using resources effectively and assisting the team in resolving complex and difficult problems by providing expert advice and technical support for a user base of 5000 staff
  • To work with the team to embed best practice and process in order to deliver for the council through the user experience team structure.
  • To ensure supplier contract management service level agreements are met and supplier performance is regularly reported
  • To ensure that the service adhere’ s to agreed SLA’s with the business while continuously evolving through service improvement
  • Assist the organisation with its transition from “service as is” to a new operating model for shared digital. • To develop, implement, and maintain policies, procedures, and associated training plans for the Service Centre technical, administration and support functions
  • To manage budgets for staffing, projects and relevant support contracts ensuring monthly forecasts are completed in accordance with council procedures
  • To assist in the development and delivery of a centre of expertise for relevant technologies and for providing information and consultancy to other parts of ICT and client departments
  • To assist in the planning and development of the implementation and delivery of the ICT Strategy, with particular focus on the consolidation, development, enhancement and security of the service centre provision
  • To ensure that the service centre meets Service Levels, based on agreed standards of service and expected performance levels, and that is continuously improved and developed in line with best practice.
  • To take responsibility for improving the quality of the systems and services by identifying and planning systematic corrective action to reduce errors
  • To support the implementation of procurement strategies and evaluation criteria in line with procurement legislation
  • To support performance reporting so that it is risk and exception based
  • To develop the core competencies of section staff in line with business needs
  • To apply Systems Thinking and Lean approaches to drive out further efficiencies and costs
  • To support and assist in the development of Disaster Recovery plans ensuring these are consistent with the Corporate Business Continuity Plan

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